Student Support

43. Before starting an online program, students are advised about the program to determine if they possess the self-motivation and commitment to learn online.

Comment received: The documentation fully supports the indicator. The collection of this data on an individual level allows for individualized support to be provided. The SmarterMeasure tool is a solid assessment. For example, students may benefit from a time management tutorial, but not all students will need it based on the results of their readiness.
The indicator stipulates "before starting an online program" and it is unclear from the documentation how SmarterMeasure is embedded into the business processes surrounding learner advisement before starting online classes.

3
Meet Criteria Completely

44. Before starting an online program, students are advised about the program to determine if they have access to the minimal technology required by the course design.

Comment received: The documentation provided supports this indicator. The computer compatibility checklist in the template is a very good tool. From a business process perspective, is the checklist available to a prospective learner to asses their technical capabilities? A great way to provide this to prospective learners is through an outward-facing or public website.

3
Meet Criteria Completely

45. Students receive (or have access to) information about programs, including admissions requirements, tuition and fees, books and supplies, technical and proctoring requirements, and student support services prior to admission and course registration.

Comment received: The documentation provided fully supports this indicator. The institution excels in this area! Prospective students can make informed decisions about enrolling because necessary information is easy to find on the website.

3
Meet Criteria Completely

46. Students are provided with access to training and information they will need to secure required materials through electronic databases, inter-library loans, government archives, new services and other sources.

Comment received: The documentation provided fully supports this indicator. The course template integrates an easy user interface to access support in this area. The indicator is focusing on both "information" and "training". For continuous improvement consider what artifacts or documentation might have that would support the "training" aspect of this indicator. Does the library have any tutorials or other types of ongoing training provided to learners (and in particular online learners.)

3
Meet Criteria Completely

47.Throughout the duration of the course/program, students have access to appropriate technical assistance and technical support staff.

Comment received: The documentation provided fully supports this indicator. The institution excels in this area! The 24/7 help desk will will provide online students with necessary support.

3
Meet Criteria Completely

48. Student support personnel are available to address student questions, problems, bug reporting, and complaints.

Comment received: The documentation moderately supports this indicator. The technical support that is provided through the help desk staffing relieves the instructor from the duty of providing technical assistance, as well as teaching. However, it is unclear from the documentation how other types of student questions, problems, bug reporting is handled across courses.
For a score of 3, more fully describe the business processes surrounding the full range of student support personnel who facilitate a multitude of learner issues.

2
Moderate Use

49. Students have access to effective academic, personal, and career counseling.

Comment received: The documentation moderately supports this indicator. To receive a score of 3, it would be helpful to see how online students interact with their academic advisers and the Psychology Counseling Center in addition to the career services resources. Institutions often struggle to find effective ways to provide these services to their online student population. Provide additional insights as to the business processes surrounding online student access to academic, personal and career counseling services.

2
Moderate Use

50.Minimum technology requirements for skills and equipment are established and made available to students.

Comment received: The documentation fully supports the indicator. The illustration provides information about minimum technology requirements. Are these tools (orientation, readiness, etc.) required or encouraged? In item of continuous improvement, consider requirements for both "skills" and "equipment." To be successful online learners need the proper equipment, but they also need the requisite skills.

3
Meet Criteria Completely

51. Student support services are provided for outside the classroom such as academic advising, financial assistance, peer support, etc.

Comment received: The support documentation provided illustrates the institution's commitment to providing a full range of resources/contacts/information/documentation for learners about institutional support services. Since the links were not fully accessible to the reviewers, it is unclear whether all of the links are populated and accessible to learners or whether this is a prototype developed as part of a larger student services plan. To earn a score of 3, provide documentation that supports how learners access needed support services (e.g., academic advising, financial aid, peer support, VA certifying official) throughout their academic career. Is this the resource page provided on the public website, is it available to currently enrolled learners through the LMS, etc.?

2
Moderate Use

52. Policy and progress is in place to support ADA requirements.

Comment received: The documentation fully supports the indicator. It is clear that the institution is working to incorporate the ADA standards. Consider more documentation here such as information in the course, student services information, etc.

3
Meet Criteria Completely

53. Students are provided easy access to to required course materials and/or digital format, such as ISBN numbers for textbooks, book suppliers, and delivery modes.

Comment received: The documentation fully supports the indicator. Excellent! It is clear the institution has focused energy in this area. We appreciate all of the information available to students before they register.

3
Meet Criteria Completely

54. Program demonstrates a student-centered focus rather than trying to fit service to the online education student in on-campus student services

Comment received: The documentation minimally supports the indicator. This is a challenge for many on-ground institutions who have grown online academic programs to meet students' needs, but then must "retro-fit" the parallel support services that on-campus students receive. It is unclear how business processes surrounding learner services for online students are deployed. To score a 2 or 3, consider support documents which outline information written for the online student about how they assess the services. Marketing materials can also be a good artifact if they focus on features and benefits of the online program. Additionally development of a strategic plan in this area garnering buy-in from campus supports departments may be beneficial to development of a "student-centered focus."

1
Insufficient

55. Efforts are made to engage students with the program and institution.

Comment received: The documentation moderately supports the indicator. The institution has a very good start! We liked the mandatory advising.
Keeping online students engaged with the program and with the institution is an ongoing process and will get better over time, with forethought and intentionally. To earn a score of 3, some things for you to consider would be whether athletic events, commencement, presidential addresses are streamed live and links provided to online learners who may not be able to participate. Do online learners (especially those at a distance) have access to institutional logo wear through an online shop? The goal is to assist online learners in being woven into the fabric of your programmatic and institutional communities.

2
Moderate Use

56. Students are instructed in the appropriate ways of communicating with faculty and students.

Comment received: The documentation fully supports the intent of the indicator. Students should be informed of the consequences of violating these important tenets of an online community. We were looking not only for the tactical (how-to), but also components focusing on civility in the creation of a robust and highly interactive online community. Be sure to include this information on you website and in your student handbook.

3
Meet Criteria Completely

57. The institution provides guidance to both students and faculty in the use of all forms of technologies used for course delivery.

Comment received: The documentation fully supports the indicator. The institution excels in this area! Video tutorials for students is a great addition to the course template.

3
Meet Criteria Completely

58. Tutoring is available as a learning resource.

Comment received: The documentation supports the indicator. The use of Tutor.com is an excellent resource for online learners. It would be helpful to see how the course template connects students to Tutor.com. So, more documentation as to the business processes surrounding how tutoring is made available as a learning resource would be helpful.

3
Meet Criteria Completely

59. Students are instructed in the appropriate ways of enlisting help from the program.

Comment received: The documentation supports the indicator. From the screen shots of the course templates, the orientation and self-assessment tools, we believe students do receive adequate instruction concerning how to access many student support services. However, if you think about the types of assistance learners on campus need and/or are provided in navigating the university to complete their degree (e.g., student accounts, registrar, financial aid), consider how your business processes can expand so students can be instructed in the appropriate ways to enlist help for one-time (e.g., graduation application processes) or repeat services.

3
Meet Criteria Completely

Comments for Student Support: Providing student support to online students across all areas (academic, personal, career, technical) can be a challenge. It is definitely an ongoing process or journey. Institutionally you are well on your way!

Founded in 1899, Southern Nazarene University is a private, Christian, liberal arts university - a service of the Church of the Nazarene. Located on a 40-acre campus just west of Oklahoma City, SNU grew out of several small colleges committed to training people for service to God and their fellow man. More than 32,000 alumni work and serve throughout the United States and the world. Read More